Shinee' Kelly
Arlington,GA
Summary
A results-focused management professional of ering 14 years of progressive leadership in sales, research, administration, and customer service experience. Operates comfortably in fast-paced environments that require multitasking, attention to detail, and high levels of accuracy and accountability. Analytical problem solver and persuasive communicator with talent for thinking outside box for creative solutions.
Overview
9
9
years of professional experience
Work History
Exam Administrator
Commonwealth Of Massachusetts Civil Service Unit
12.2018 - 10.2021
- Improved employee productivity with effective time management strategies for daily tasks.
- Performing administrative tasks such as filing, updating records, logging transactions, managing phone calls, and emails in a office and remote setting
- Schedule physical abilities test for firefighters and police officers
- Organize, update, and review labor service jobs / examinations for firefighters and police
- Track, review, and evaluate 150 + applications weekly, advancing qualified candidates
Third Party Insurance Resource Specialist
HMS
12.2016 - 04.2017
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services
- Responded to faxes and emails regarding health insurance
- Servicing providers and members on claims adjustments processes and benefits information
- Manage upset customers, conflicts and challenging situations ; Deliver outstanding service
Customer Service Representative
Boston Medical Center
04.2016 - 10.2016
- Handled customer inquiries and suggestions courteously and professionally
- booked appointments, sent notes to the doctors and expedited medical emergencies
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Created engaging, memorable service interactions with our members on inbound calls, chat, email and other emerging channels.
- Verified insurance using PASSPORT and NEEHAN while processing request using EPIC
Customer Service Representative
Maximus Inc.
04.2014 - 06.2015
- Listen attentively to caller needs to ensure a positive customer experience.
- Consolidated a complex insurance system with key insurance database that documented members claim/insurance information
- Educated potential clients/members of what covered services they may have and what can be approved by masshealth insurance benefits
- Performed responsibilities of reviewing all enrollment forms and confidential information
Shift Supervisor
CVS / Pharmacy
12.2012 - 04.2014
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Reduced employee turnover rate by fostering a positive work environment and addressing staff concerns promptly.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
Education
Cosmetology
Empire Beauty School - Malden
Malden, MA03.2023
Dental Assistant
Lincoln Technical Institute
Somerville05.2015
High School Diploma -
Arlington High School
Arlington, MA06.2009
Skills
- Office Administration
- Information Management
- Relationship Development
- Resourceful and Analytical
- Scheduling
- Documentation and Reporting
Timeline
Exam Administrator
Commonwealth Of Massachusetts Civil Service Unit
12.2018 - 10.2021
Third Party Insurance Resource Specialist
HMS
12.2016 - 04.2017
Customer Service Representative
Boston Medical Center
04.2016 - 10.2016
Customer Service Representative
Maximus Inc.
04.2014 - 06.2015
Shift Supervisor
CVS / Pharmacy
12.2012 - 04.2014
Cosmetology
Empire Beauty School - Malden
Dental Assistant
Lincoln Technical Institute
High School Diploma -
Arlington High School